Attrition is also a big problem right now. At Twilio, our vision is to be able to address whatsapp philippines number the issue of employee experience and involve them in the project! For example, at TravelPerk , the project team worked directly with its employees to set up a tailor-made advisor interface, completely re-imagined, and better adapted to their mission. The 3 principles are to make contextual elements concerning customers accessible at a glance, to create personalized components adapted to internal practices, and to simplify workflows in order to carry out actions on trips without having to leave the interface.
Differentiation through agility . You have surely already heard this analogy with the theory of evolution: adapt or disappear… Since Covid and through the various crises that we are experiencing, it is almost a question of the survival of the company. And you have noticed… what is changing today is the speed of change! We can take the example of BGL Group , an online insurance comparison service. In 8 days, they were able to implement a new contact center - Twilio Flex - to allow employees to work remotely, completely remotely, from the start of the lockdown.
We talk a lot about new AI technologies like ChatGPT that will revolutionize our ways of working. Imagine that you could allow your advisors to be assisted by automatically generated responses, to reduce response times and increase productivity… Agile platforms, thanks to their APIs ( see example here ), allow you to experiment with these innovations in just a few days and a few lines of code without having to wait for a possible product update! How would you summarize the ideal contact center of 2023? For us at Twilio, the ideal contact center is much more than a “contact center” - it’s a customer engagement platform that enables the orchestration of all customer conversations across the enterprise, regardless of channel, whether for customer acquisition, sales, service, or retention.